Verint CX Automation

On-Trend: At-home Agents

You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as being trendy, which to my ear sounds like it’s less...

Tips for Onboarding New-Hires Remotely

I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime...
Staffing in the New Normal

Staffing in the New Normal

Customer contact organizations are being pushed by strong tailwinds yet are facing powerful headwinds. Customers increasingly and understandably insist on top quality service for complex and/or high-touch matters that are moving centers to provide...
Work From Home vs. Hybrid?

Work From Home vs. Hybrid?

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had...
Five Windows into the Future of the Contact Center

Five Windows into the Future of the Contact Center

The contact center industry has had to evolve with seismic shifts over the past year and a half. Businesses everywhere shifted en masse to work-from-home (WFH) environments: and digital acceleration went into overdrive to...
Denver Work From Home/Hybrid Conference August 16-17

Denver, CO Work From Home/Hybrid Conference August 16-17

Michele Rowan, President of Work From Home Alliance, just released her Q2 Survey on what others are doing regarding their office work locations. Learn more at Michele’s upcoming Work From Home/Hybrid conference scheduled...
The Hybrid Contact Center

The Hybrid Contact Center

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents work at home but come into the center a few...
Key Trends in Agent Productivity

Key Trends in Agent Productivity

Agent productivity is always top of mind for contact center leaders. But particularly so when their organizations are facing economic and business challenges like inflation, demand and cost changes, and impatient high-growth-expecting investors. On...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM acronyms, and the challenge to define them all. We sure...

The New World for Contact Centers May Be Where We Were Already Headed

2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. Virtually overnight, hundreds of thousands of agents...
How to Create a Lasting Human Experience

How to Create a Lasting Human Experience

The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age. It is an omnichannel environment designed to align conversations across...
Moving Forward: What Will 2022 Bring for Contact Centers?

Moving Forward: What Will 2022 Bring for Contact Centers?

The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines to end the COVID-19 pandemic, and with it hopefully the...

Moving Contact Center Agents Home for the Long-Term

2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home and manage a contact center operation remotely. If you are...
The Transformational Power of Quality Monitoring

The Transformational Power of Quality Monitoring

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. Contact center associates need to be able to quickly assess where customers are...
Winning Customer and Employee Support

Winning Customer and Employee Support

Success: achieving and exceeding your goals, whether personal or in an organization, is its own reward. But it is great when you are recognized. Virgin Pulse provides blended digital and live person-based health and wellbeing...

Avoiding Work-at-Home Virtual Shock

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees...
Making Virtual Training Engaging

Making Virtual Training Engaging

Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out,...
Failure Points for work at home call center agent programs

Top 3 Failure Points for Work-at-Home Programs

Over the past few years, we’ve worked with 800-plus organizations in design, implementation and continuous improvement of work-at-home programs for contact centers. Now that home working for contact centers is moving into the...

Building a Sustainable Strategy for Remote Agents

The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

This month, the top question on our readers' minds is this: Will Chatbots Replace the Need for Contact Centers? Jump into our top article and let us know your thoughts in our one-question survey!...